Unit 3 Customer Service

Assignment front sheet

QualificationUnit number and title
Pearson BTEC Level 4 HNC Diploma Hospitality ManagementUnit 3 Customer Service
Student nameAssessor name
HusamHelmi
Date issuedCompletion date(s)Submitted on:
02/10/201728/01/201828/01/2018
Learning Outcome 

Learning Outcome

Assessment CriteriaIn this assessment you will have the opportunity to present evidence that shows you are able to:Task no.Evidence

(Page no)

L O1Understand customer service policies within business and services contexts1.1Discuss reasons for using customer service policies1
1.2Discuss the purpose of evaluating a customer service policy, indicating how this can assist future staff training and development1
LO2

 

Understand the purpose of promoting a customer focused culture2.1Evaluate different communication methods and how these are used to best effect1
2.2Analyze how customer perception is influenced by customer service provision1
LO3

 

 

 

Be able to investigate customer requirements and expectations

3.1Assess sources of information on customer requirements and satisfaction levels

 

1
3.2carry out research on customer requirements and satisfaction levels for a selected business, suggesting potential improvements1
LO4

 

Be able to provide customer service within business and services contexts to meet required standards4.1

 

4.2

Deliver customer service in a business and service environment.

Review own performance in the delivery of customer service and make recommendations for improvement.

Learner declaration
I certify that the work submitted for this assignment is my own and research sources are fully acknowledged.

Student signature:                                                                                       Date:

Lecturer declaration
YesNo

I certify that the work submitted for this assignment is complete and appears appropriate for marking.

Where work is not deemed complete or suitable for marking, please identify issues and any further deadlines.

New submission deadline as appropriateDate:

Lecturer name:

Lecture signature:                                                                                       Date:

QualificationBTEC Level 4 HNC Diploma in Hospitality Management(Pearson)
Unit Number and TitleUnit 03: Customer Service
Unit TutorHusamHelmi
Internal VerifierImad GuenaneDate VerifiedTBC
Assignment TitleHilton Customer service
Issue Date02/10/2017Submission Date28/01/2018
Learning OutcomesVocational Scenario (Context/Background)
 

LO1 Understand customer service policies within business and services contexts.

 

 

LO2 Understand the purpose of promoting a customer focused culture.

 

LO3 Be able to investigate customer requirements and

Expectations.

 

LO4 Be able to provide customer service within business and services contexts to meet required standards.

 

Purpose of this assignment:

This unit introduces learners to the principles and objectives of customer service, with a focus on business and services operations, for example hospitality, sports, and travel and tourism. The unit will help learners develop an understanding of the nature of a customer service culture and the principle of quality service in the business and services management environment. The units will help learners to appreciate how important information gathered from customers is and its relevance to improved delivery of services. Learners must ensure that their evidence relates to the hospitality industry.

Instruction: You are required to produce the tasks considering the guidance and relevant assessment criteria below. This should be written in a concise, formal business style using single spacing and font size 12 (in Time New Romans). You are required to make use of headings, paragraphs and subsections as appropriate, and all work must be supported with research and reference using the Harvard referencing system.

This assignment should be a total of 3,000 words(-/+10%).

Scenario

Hilton Hotels:

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our staying true to our Vision, Mission, and Values.

Vision:

To fill the earth with the light and warmth of hospitality –by delivering exceptional experiences – every hotel, every guest, every time.

Mission:

To be the most hospitable company in the world – by creating heartfelt experiences for Guests, meaningful opportunities for Team Members, high value for Owners and a positive impact in our Communities.

Values:

Hospitality: “We’re passionate about delivering exceptional guest experiences.”

Integrity: “We do the right thing, all the time.”

Leadership: “We’re leaders in our industry and in our communities.”

Teamwork: “We’re team players in everything we do.”

Ownership: “We’re the owners of our actions and decisions.”

Now: “We operate with a sense of urgency and discipline”

Source:

Hiltonworldwide.com. (2017). Vision, Mission, and Values | Hilton Worldwide. [online] Available at: http://www.hiltonworldwide.com/about/mission/ [Accessed 19 Jun. 2017].

Task 1: Report
 Task 1 Assume that you are the trainee assistant Manager of one of Hilton Hotel branches in London. Your general manager has requested to review the customer service policies as well as the trainings offered to the staff. Hilton Hotels has a very good reputation Globally including the UK. However, there is room for further development through the continues enhancement of customer service and customer experience. You are requested to write a report in 2 parts, in which to address the following points:

Part 1

a)   Discuss the reasons for using customer service policies and Discusspurpose of evaluating a customer service policy, indicating how this can assist future staff training and development for your chosen organisation supported by applicable examples (AC: 1.1 & 1.2). 

b)  Evaluate different communication methods such as verbal, non-verbal, written and how these are used to best effect at Hilton hotels (AC: 2.1).

Analyse how customer perceptions are influenced by customer service provision at Hilton hotels supported by applicable examples (AC: 2.2).

Part 2

a)   Undertake a secondary research by assessing the sources of information on customer requirements and satisfaction levels at the given hospitality organisation (Hilton). (AC: 3.1)

Carry out primary research on customer requirements and satisfaction levels for the organisation (AC: 3.1), suggesting potential improvements supported by relevant examples.(AC: 3.2)

Please Note: You are required to present this newsletter in a good structure including title, introduction, main body and conclusion including appropriate theoretical references in line with ‘Harvard Convention’ where relevant. You need to adopt a critical stance and not only being descriptive in subject knowledge but showing analytical approach by using relevant examples from the given organisation to support your discussion.

 

 

 

 

 

Submission FormatAssignment Task: Report writing
Criteria CoveredLO1,2,and 3. M1,2,D1,2.
Task 2: Role Play/Presentation
LO4

Be able to provide customer service within business and services contexts to meet required standards

Task 2

a)      Deliver customer service in a business and service context based on the organisation of your choice. ( from AC: 4.1)

In this assessment activity you will work in groups of 3 students, in which one student will be a professional delivering customer service, one will be a difficult/angry/unhappy customer, and the third student will be the observer and in the same time he/she will record the role-play. The role-play should not be longer than 5-7 minutes.

b)      Review own performance in the delivery of customer service and make recommendations based on all the role plays carried out by everyone.(AC:4.2)

Please a write a reflection on it. 

 Unit 3 Customer Service

 

 

Submission FormatRole Play/Presentation
 

 

LO4. M3, D3.
Grading Criteria
Learning OutcomePassMeritDistinction
 

LO1 Understand customer

service policies within

business and services

contexts

LO2 Understand the purpose of promoting a customer focused culture

 

 

1.1 discuss reasons for using customer service policies

1.2 discuss the purpose of evaluating a customer service

policy, indicating how this can assist future staff trainingand development

M1

Identify and apply strategies to find appropriate solutions

 

 

 

D1

Use critical reflection to evaluate own work and justify valid conclusions

 

D2

Take responsibility for managing and organising activities

 

2.1 evaluate different communication methods and how

these are used to best effect

2.2 analyse how customer perception is influenced by

customer service provision

M2

Select/design and apply appropriate methods/ techniques

 

LO3 Be able to investigate

customer requirements and

expectations

 

3.1 assess sources of information on customer

requirements and satisfaction levels

 

3.2 carry out research on customer requirements and

satisfaction levels for a selected business, suggesting

potential improvements

M2

Select/design and apply appropriate methods/ techniques

 

 

 

 

 

 

D3

Demonstrate convergent/lateral/creative thinking

LO4 Be able to provide customer service within business and services contexts to meet required standards4.1 deliver customer service in a business and service environment.

4.2 review own performance in the delivery of customer service and make recommendations for improvement.

 

M3

Present and communicate appropriate findings

In addition to the above PASS criteria, this assignment gives you the opportunity to submit evidence in order to achieve the following MERIT and DISTINCTION grades
 

Grade Descriptor

 

Indicative characteristic/s

 

Contextualisation

M1 Identify and find appropriate solutionsAn effective approach to study and research has been applied

Range of sources of information  from books, journals, articles, newspaper / data used in making the formal report

 

Learners should show clear evidence of innovative approach to argument that is likely to be expected at this level. Focusing on the scenario below addressing the questions, it should be evident in your writing   clear understanding of reasons for using customer service policies at Hilton hotels.Please consider within the policies customer requirements/ expectations product and service knowledge, consultation, confidentiality, customer perceptions and satisfaction, monitor customer service and satisfaction, influences affecting implementation.

You should also address your participation in terms of research and information , data collection and analysis, communications  in your work.(Task 1)

M2 Select / design and apply appropriate methods / techniquesAppropriate learning methods/techniques have been applied

 

Relevant theories and techniques have been evaluated

There should be clear demonstration of good discussion that will display a full understanding of the purpose of customer focused culture involving various types of communications within Hilton hotels. (Task 1)

You should address the importance of the benefits of improved service, primary research, secondary research and satisfaction levels of the hospitality organization of  your choice.(Task 1 part 2)

M3 Present and communicate appropriate findingsRange of sources of information  from books, journals, articles, newspaper / data used in making the formal report

Information/ data used are synthesized and justified supported by relevant examples

In this part of the course work there should be clear evidence of learners being able to deliver customer service in business and service environment. Good display of originality should be evident in your formal presentation.

(Task 2)

D1 Use critical reflection to evaluate own and your peer work and justify valid conclusionsActivities have been manage to a high standard

Autonomy/independent thought and analysis  has been demonstrated

 

In this part of the assignment learners should show, clear evidence of stimulating and rigorous argument that are likely to be expected at this stage. Focusing on the scenario below addressing the questions, it should be evident in your writing   clear understanding of reasons for using customer service policies at Hilton hotels.Please consider within the policies customer requirements/ expectations product and service knowledge, consultation, confidentiality, customer perceptions and satisfaction, monitor customer service and satisfaction, influences affecting implementation.

 

You should also address your participation in terms of research and information , data collection and analysis, communications  in your work. Also a clear evidence of extensive study from various academic resources and demonstration of inventive approach to discussion should be apparent in your work.(Task 1)

D2 Take responsibility for managing and organising activities 

  • The main areas specified in the assignment have been critically analysed in terms of theory and practical application supported by appropriate examples
In this part of the course work there should be clear evidence of extensive study from various academic resources and demonstration of understanding will display a full understanding of the purpose of customer focused culture involving various types of communications within Hilton hotels supported by applicable examples. (Task 1)

You should address the importance of the benefits of improved service, primary research, and secondary research and satisfaction levels of the hospitality organization of your choice in a logical sequence.

(Task 1 part 2 )

 

D3 Demonstrate convergent /lateral /  creative thinking
  • Autonomy/independent thought and analysis  has been demonstrated

 

 

Exceptional display of originality in your discussion should be evident in your formal presentation. It should be evident in your presentation being able to deliver customer service in business and service environment supported by applicable examples referring to the hospitality organization of your choice.

(Task 2)

Evidence checklistSummary of evidence required by studentEvidence presented

(tick)

Task 1P1Discuss reasons for using customer service policies.
Task 1 P2Discuss the purpose of evaluating a customer servicepolicy, indicating how this can assist future staff trainingand development.
Task 1 M1Show appropriate use of structure (such as using table format) in describing customer service policy.
Task 1P3Evaluation of different communication methods and howthese are used to best effect.
Task 1 P4Analysis of how customer perception is influenced bycustomer service provision
Task 1 M2Creative diagrams and pictures showing various communication methods and its uses.
Task 1 D1Show evidence of innovative and creativity on the customer service policy designed.
Task 1 P5Showing sources of information on customerrequirements and satisfaction levels.
Task 1 P6A research on customer requirements andsatisfaction levels for a selected business, suggestingpotential improvements.
Task 1 D2Valid conclusion and recommendation for improvement from the outcome of research conducted
Task 2 P7Assessment of customer service skills and  demonstration of  the delivery of good customer service
Task 2 M3Present and communicate appropriate findings
Task 2 P8/D3Highlights of  what is needed to improve with constructive recommendations
Sources of information:

Cook, S. (2008) Customer Care Excellence: How to Create an Effective Customer Focus, London: Kogan Page.

Gerson, R. (1993) Measuring Customer Satisfaction, London: Kogan Page.

Journals

These journals contain up-to-date industry information, articles about current developments, advertisements for job vacancies and management data:

Caterer and Hotelkeeper magazine

Hotel Industry News

Hospitality magazine.

Websites

www.surveymonkey.com

A free service to create, share and analyse customer surveys

www.customerservicemanager.com

A website with free articles and a range of information (including books).

TripAdvisor

Links

This unit can be linked with the following units in this qualification:

• Unit 5: Food and Beverage Operations Management

• Unit 6: Rooms Division Operations Management

• Unit 7: The Developing Manager

• Unit 8: Marketing in Hospitality

Unit 13: Conference and Banqueting Management

• Unit 14: Hospitality Contract and Event Management

• Unit 21: Small Business Enterprise

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